Technical Support Specialist

5 days ago

Leeds, Leeds, United Kingdom United Living Full time
Technical Support/Author

Company Description

Heatly has strengthened its position with the strategic partnership of United Living Group, a majority shareholder. This collaboration provides the financial muscle and industry expertise needed to drive our growth and expansion.

We are seeking a skilled Technical Support/Author to contribute to our team. The ideal candidate will provide technical support to customers and internal teams while creating and maintaining high-quality technical documentation.

Key Responsibilities:Technical Support:
  • Provide first-line technical support to customers and internal teams via various communication channels.
  • Troubleshoot and resolve technical issues, ensuring high customer satisfaction.
  • Escalate unresolved issues to the appropriate technical teams when necessary.
  • Document and track support tickets for timely resolution and follow-up.
Technical Authoring:
  • Develop, write, and maintain technical documentation, including user manuals, installation guides, FAQs, and troubleshooting guides.
  • Collaborate with product development teams to stay updated on new features and updates.
  • Create and manage online knowledge bases and help centers.
  • Review and edit existing documentation to improve clarity, consistency, and accuracy.
Requirements:
  • Education: Degree in Computer Science, Engineering, Technical Writing, or a related field, or equivalent experience.
  • Experience: Previous experience in a technical support or technical authoring role.
  • Technical Skills: Proficiency with support ticketing systems, content management systems, and documentation tools.
  • Communication: Excellent verbal and written communication skills.
  • Problem-Solving: Strong analytical and problem-solving abilities.
  • Attention to Detail: High level of attention to detail, particularly in technical writing.

Benefits:

  • Company pension scheme
  • 28 days holiday (including bank holidays)
  • Company life insurance and health care scheme
  • Employee benefits package that includes training and development opportunities

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